Customer Service It’s Not Just About Your Customer Service Front Liners
Customer Service is not just about your customer service front-liners or your sales staff.
Although these front- liners are very critical.
IT'S MORE THAN THAT...
It involves creating and implementing a culture and leadership structure
It all counts!
Leadership Leads the Way
Everyone in any organization takes their lead from the top.
Do you will agree with me?
Employees will adopt the leadership culture.
How would you feel if your leadership walks the talk by praising
Why measuring the service is important?
What gets measured gets done or stands still.
So the management needs to be measuring the right things.
Just imagine when you go to a shop, the cashier does not make eye contact,
Effective Leadership Processes and Measures
An effective leadership will have processes to discuss, monitor
Do you use tools like mapping the Customer's Journey throughout the Company?
So that you can generate ideas at each contact point to seek opportunities
Why Customer Service Training is a Small Investment with a Big Pay-off?
Companies often assume that investment in Customer Service Skills Training is a waste of money!
It is unfortunate that these Companies do not ask their former Customers for their views!
Everyone can give examples of 'bad' Customer experiences that would amaze the Company Leadership.
Please note that effective delivery of excellent Customer Service will retain customers and generate long term profits.
Training plays a key part to achieve this.
Customer Service Excellence is about processes, knowledge and behaviors.
Good Customer Service Training should address each of these 3 elements, whether this is internal or external training.
The Benefits of Customer Service Training
It helps the organization to pinpoint and have clear focus on what they want to achieve with each Customer.
So that they will learn to align their role in ensuring the company’s success. Focus drives attitude and behaviors throughout the Organization.
The leadership will be much more aware of desired attitudes and behaviors and therefore will be much more likely to praise employees.
Everyone in the organization will be singing off the same page.
Continuous Improvement and Best Practice
Customer Service Excellence is about managing, meeting and exceeding expectations.
Customer Expectations are constantly changing, the bar is forever being raised.
This means that Teams at all levels in the Company must respond to this by continuously seeking to identify opportunities to 'exceed'.
Teamwork sessions must be held quarterly to brainstorm and generate improvement ideas that are essential to achieving excellence.
The Customer Care Teams themselves should be encouraged and empowered to continuously seek out Best Practice, to review and improve.
Achieving Customer Service Excellence is a continuous process that should be energetically pursued by all in the Organization.
To find out more on How you can achieve Customer Service Excellence by joining our training programs.
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